Holiday Inn Grand Rapids Downtown Reviews (%countItem)
Holiday Inn Grand Rapids Downtown Rating
Address: 310 Pearl St NW, Grand Rapids, Michigan, United States, 49504-5314
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Manager removed us from property for eating pizza.
On the night of August 16th/morning of August 17th we attended a concert in Grand Rapids. We were staying at this hotel for the night. Around midnight we were in the bar area of the hotel. We attempted to order food from the bar which was supposed to be open until 2 a.m. We were informed by the bartender that the bar was closing and we could not order food. She then recommended that we order pizza and have it delivered which we did. An hour later, once the pizza was delivered we began eating. The night manager, Raymond, then came up to us and told us that it was illegal to be eating pizza in the bar area. He was extremely rude and confrontational with us. Within 15 minutes he came back and informed us he was calling the police. When asked why, he said we were to be removed from the property. Other guests sitting in the bar area looked on in shock. The police arrived and he falsely accused our party of assault. The police did not bother to question anyone from our party or anyone else that was in the bar area. When asked to see video footage of the alleged "assault" we were informed we could not see it. The police informed us we must vacate the premises. There was no investigation, simply the word of a belligerent night manager. While attempting to vacate the premises, a female from our group was held against her will by a hotel employee claiming to be "security". She was also followed into the restroom by this male "security" person. We complied and left the premises. The hotel then charged us not only for that night, but also for the following night as well.
When I contacted *** corporate, they simply said that this was a franchise location and they could do whatever they like.
Not only was the night manager completely out of line as anyone in that bar/lobby area would have attested to that night had they been asked, they then had the audacity to charge us for a 2nd night after they asked us to leave.
This night manager, Raymond, should be removed from his position. Looking at reviews for this establishment we are not the only guests that he has treated so inappropriately. The *** should be ashamed of the way they acted as well. Absolutely no due process or investigation was taken. They simply took the word of an *** who seemed to be on some sort of deranged power trip.
It is telling that this establishment felt it was ok to send two women into the night at 3 a.m. (after following one of these women into the women's restroom for no reason no less).
Then after this embarrassment they had the audacity to charge for a 2nd night after it was them who broke the "contract".
I want, at a minimum, to be refunded for the 2nd night that we were charged for. We should be refunded for both nights due to the totally inappropriate behavior of this properties manager.
This guest reservation came through *** under a different guests name for a two night stay. The information provided to me by our night staff was as follows: a group of four guests came into our bar area around 1am on 8/17/19 and order a round of shots, but changed their minds and cancelled the order. Our bartender on duty noted the group had their own 5th in our bar and sat to eat a pizza they just had delivered. The guests were asked to leave the bar area with their pizza and alcohol as it is in violation of our liquor license to have outside liquor poured in our establishment. Guests became argumentative. One member of the group was witnessed trying to get the group to go up their guest room without success. They were then asked to leave a second time, at this time the bartender witnessed one member of the group become confrontational with a staff member. They were given a final warning, which was not heeded, which resulted in the police being contacted to remove the guests from the property without refund. Upon police arrival, guests were still argumentative with staff and police officer. It was noted by staff and *** that members of the group may have been drinking previously in the evening. A police report is on file with *** and no refund will be issued.
Document Attached
(The consumer indicated he/she DID NOT accept the response from the business.)
The response received from the business is completely unacceptable. An "incident report" written by the night manager that the complaint is against is supposed to be some sort of proof and final word on what happened? Laughable. This business never responded to multiple attempts to discuss this situation, instead deciding to simply ignore all communications and to STEAL from guests. The "incident report" cited is filled with lies and falsehoods. The first and only issue Raymond had was with the pizza which his bartender suggested we order and have delivered. Perhaps if the grill had stayed open as advertised this would have all been averted. But no, much like everything else at this property the bar and restaurant was third rate and unreliable.
This franchised hotel property is a joke. Acting like p*** children the night we were there and continuing to act as such after. Heather, the GM, was reached out to multiple times. Nary a response. SHould be surprised since if you look at all of the negative reviews they have online she generally responds and simply lays blame at the feet of the guests. Excellent way to treat people in the hospitality industry.
And how about a response to the male employee following a female into the restroom. This is acceptable? Apparently at the *** it is.
This hotel will steal your hard earned money and make no bones about it. I'm happy to fill out my "incident report" about how that night actually went down. It will be the first time anything except what came out of p*** Raymond's mouth will have been heard.
Holiday Inn changed price refused to honor confirmed price. Spoke with *** to no resolve.
Checking into Hotel on Wednesday June, 19. Confirmed online through *** is 169 but Computer showed 244. I asked for the price to be honored. Ben at front desk said you can stay or leave price is $244, we have your card number on file. I spoke with *** for 1 hour without resolving the issue. Arrived to room that was dirty and stained. I asked for refund and to go to another hotel in area. Ben said no refund bust you can leave. *** refuses to change price or give us a clean room.
I would like to have the difference refunded and a note of the dirty room made for public to be aware that *** does not honor confirmed pricing on confirmation and they refused to offer a clean room.
Hotel pricing does vary based on demand. The lower price our guest saw online was for a future date and not the specific date of his stay. The date of this stay was sold out and high demand in the city which does drive the rate higher. The rate this guest was charged was the rate he agreed to online at the time of booking. Guest did demand a price adjustment at check in that was not honored as the rate was not comparable. After guest did not get the price he wanted, he wanted to cancel without penalty after the cancellation deadline agreed to at the time of booking. His request of a free cancellation was denied due to the terms agreed to at the time of booking.
To address the cleanliness concerns experienced. Cleanliness issues are not tolerated by our leadership team. In reviewing any interactions with this guest, it does not appear that the guest alerted our team of any cleanliness concerns during his stay. We cannot address issues if we are not made aware of them. We have a team on site 24 hours a day that is capable of resolving these types of concerns and would have been able to clean and/or repair.
Guest has been issued 10,000 *** Reward Club points for his cleanliness issues encountered during his stay.
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke with A gentleman at the front desk about cleanliness of my room and the broke AC, the cigarettes all over the front of the hotel. I brought the details to the desk at 446, while waiting for a ***. The confirmation I had has the price and they changed the price at the front desk. I should the gentleman the confirmation and he said that it was a 3rd party website that I confirmed. I have a case with the Michigan Attorney General for price gauging. I tried to file a police report but *** PD off of *** asked me to make a complaint to Attorney General. I can have the sergeant I spoke with contact you. He gave me his card.
Unfortunately, the hotel stands by the original response. Appropriate compensation for the condition of the guest room has been issued. No further compensation on the room rate will be issued. Records of original rate booked compared to rate guest received at check in is available upon request. Rate was never altered by the hotel after the original reservation was made.